Customer Support Coordinator I

Customer Support Coordinator

Welcome to the Funko-verse, a world built on pure imagination, a land governed by the philosophy that stories matter, a universe comprised of characters from countless fandoms, a galaxy of once upon a times and happily ever afters. But what does Funko do?

Funko is a purveyor of pop culture, making and selling license-focused collectibles. We're based in Everett, WA where we have a store that delights kids of all ages (kids at heart included). We currently hold hundreds of licenses for franchises ranging from Marvel to Harry Potter, giving us the rights to create tens of thousands of characters—one of the largest portfolios in the pop culture and collectibles industry.

We take your favorite characters and turn them into adorable, or sometimes scary, collectible figures. Our most famous line, Pop! Vinyl, has millions of fans around the world.

The Sales Operations team works closely with the Funko Sales team to provide an excellent Customer experience to our Wholesale / Retail customers. Our Customer Support team is at the heart of our company. Our aim is to provide an amazing experience to each customer during all of their interactions with Funko.

As a Customer Support Coordinator, you will play a major part in our continued success and you'll be the first point of contact for our retail/distributor accounts. Our working environment is ever changing and very fast paced as we must match our speed to the ever-changing winds of pop culture. Successful candidates must be as flexible as Mister Fantastic and have the speed of The Flash.

A keen eye for detail as well as a bias for action will also go a long way!

Your Superpowers in Action

• Be a brand ambassador in front-line support answering customers questions via email and phone calls.
• Assist with inquiries regarding customer order tracking/timelines and open order reports.
• Responsible for the coordination with Customer, DC and Accounting to process claims, returns and credits
• Ensure that our customers have an exceptional experience with Funko
• Maintain awareness of trends and patterns in customer interactions
• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and product.
• Collaborate with members of other teams to root out answers and be a resource to teammates
• Develop and maintain deep expertise and best practices to provide value to customers.
• Participate in Sales meeting and system training to learn about new and existing product lines.
• Ensure the highest level of customer service when resolving queries and liaising with both Customers and our internal Customer Services team.

Must-Have Superhero Gadgetry

• Customer Service:
  Customer Centric, proactively identifying opportunities to improve customer experience. Highly responsive to customers/partners
• Results Oriented:
  Proactive, motivated and driven to achieve team and personal goals
• Problem Solving:
  Solution oriented with excellent critical thinking and independent problem solving skills
• Interpersonal
  
  Skills:
  
  Enthusiastic, positive, professional, confident. Effective relationship manager handling demanding/sensitive customer relations with confidence
• Communication
  
  Skills:
  
  Excellent oral and written communication skills with ability to communicate with people at all levels of the organization. Strong attention to detail; asks questions to clarify needs – avoids assumptions. Comfortable speaking in groups, leading meetings, and making presentations to partners
• Excellent organizational abilities / prioritization:
  Effectively manages time and workload. Ability to multi task & manage competing priorities and deadlines under pressure
• Process Management: process orientation to follow (and develop) process
• Attention to Detail: high attention to detail required; accuracy imperative
• Change Management:
  Highly adaptable and open to change in a dynamic and evolving environment
• Team player:
  Balances team and individual responsibilities;
  Contributes to building a positive team spirit;
  Supports team goals and workload
• Analytical / system skills:
  Aptitude for numbers and data interpretation. Strong Excel including recent experience with vlook-ups, pivot…